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Xinjiang Unicom Adopts Avaya IP Contact CenterTMCnet VoIP Minute Watch Columnist
Avaya Inc. announced that it was recently tapped by Xinjiang Unicom, a Chinese mobile phone carrier. Xinjiang Unicom adopted the Avaya IP Contact Center system to provide services to its users across Xinjiang Uygur Autonomous Region, one of the largest areas in all the province-level administrative regions of China. The carrier serves about 1.89 million of mobile phone subscribers, in addition to clients in other business segments.
For this project, Avaya teamed up with BusinessPartner and Huapu Information Technology Co. to help Xinjiang Unicom migrate its contact center to an IP-based platform. The new system would connect the carrier's headquarters in Urmuqi and 16 other major offices in the region. The contact center currently has 300 seats and can handle approximately 150,000 calls each day. Xinjiang Unicom is the provincial branch company of China Unicom, one of China's largest telecom service providers. "Avaya is committed to bring leading communications technologies to the contact centers of enterprises to enhance customer services and productivity. Many companies in China have successfully deployed Avaya IP based Contact Center solutions, and in return have become more agile and competitive in the market place," said Pan Xiaoping, deputy general manager of regional sales, Avaya China.
The Avaya Call Management System (CMS) was also deployed in the headquarters of Xinjiang Unicom, in order to help the company monitor the performance of the entire contact center. With the CMS in place, the company will be able to view live, real-time info of the contact center operation and can also use historical reports to analyze trends, evaluate performance, and rate customer service efficiency.
Avaya made news earlier this month when it announced it partnered with Polycom Inc. to integrate the Avaya Communication Manager software for IP telephony with desktop video conferencing, group video conferencing, and multipoint network solutions from Polycom. The system enables network administrators to integrate video conferencing across multiple parties using various communications devices through shared directories, standardized dialing plans and common authentication and authorization procedures.
"The new solutions offer many advantages to businesses and workers," said Micky Tsui, Avaya vice president and general manager, Communications Systems Division back then. "With single number dialing for video and voice, and call control functions that make video easier to use and content easier to share, the Avaya/Polycom solution makes video an integral part of a communications applications suite."
Avaya Inc.
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Johanne Torres is contributing editor for TMCnet and Internet Telephony magazine. To see more articles by Johanne Torres, please visit Johanne Torres' columnist page
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